Explora Experience Centre WFM Planner

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of

Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s hundreds of years

of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being

built and designed in a totally different and unique way that will transform and redefine the

cruise experience, creating a category of its own, appealing to the next generation of luxury

travellers.

The Workforce Management Planner will be responsible for delivering accurate forecasting,

scheduling, and analytics to ensure optimal resource utilisation across inbound, outbound,

and digital channels. This role is central to balancing operational efficiency with the brand’s

luxury guest experience promise.

The WFM Planner will leverage advanced WFM tools to develop capacity plans, create

optimised schedules, and analyse performance trends across multiple geographies and time

zones. A strong understanding of ACDs, IVR flows, routing strategies, and labour regulations

is required to ensure efficient and compliant workforce operations.

This role is based in the office out of our Johannesburg Office.

Your Impact

Forecasting & Capacity Planning 

Develop short-, medium-, and long-term forecasts for call, email, chat, and social media volumes across global regions.

Produce capacity plans to support multi-lingual, multi-geography operations.

Analyse historical patterns, seasonality, and special events (luxury travel peaks, global campaigns) to ensure forecast accuracy.

Collaborate with Finance and Operations on budget alignment and resource allocation.

Scheduling & Real-Time Support 

Build optimised schedules that balance operational efficiency with employee engagement and compliance with global labour laws.

Incorporate flexibility to manage peak periods, campaigns, and multi-region coverage.

Partner with Real-Time Analysts to ensure intraday adjustments support SLA achievement and guest experience standards.

Workforce Analytics & Insights

Conduct variance analysis on forecast vs. actual performance to identify gaps and refine models.

Provide insights on shrinkage, occupancy, adherence, and utilisation to improve productivity.

Deliver executive reports highlighting efficiency opportunities, cost implications, and guest impact.

Support continuous improvement initiatives through data-driven workforce insights.

Technology & Routing Strategy

Utilise Workforce Management tools (e.g., NICE IEX, Calabrio, Verint, Playvox, Genesys WFM) to create and manage forecasts and schedules.

Partner with Technology teams to optimise ACD, IVR, and routing strategies to align with global contact centre efficiency programmes.

Support deployment of new WFM capabilities, including AI-driven forecasting and digital channel integration.

Compliance & Labour Practices

Ensure all schedules and workforce strategies comply with global and regional labour laws and practices.

Incorporate rules related to overtime, breaks, time zones, and country-specific employment laws into planning processes.

 Advise leadership on workforce flexibility strategies that balance compliance and efficiency.

Your Journey so far

Your Essentials

Experience:

5+ years’ experience in Workforce Planning within a global or multi-region contact

centre.

Proficiency in WFM planning tools (e.g., NICE, Calabrio, Verint, Genesys, Playvox).

Strong knowledge of forecasting methodologies, scheduling models, and workforce

analytics.

Experience working with ACD/IVR systems and understanding routing strategies.

Familiarity with global labour law requirements, particularly in multi-region planning

environments.

Advanced Excel and analytical skills; experience with BI tools a plus.

Background in luxury travel, hospitality, or premium service environments is

advantageous.

Key Competencies

Analytical & Data-Driven – Able to interpret complex data sets into actionable plans.

Global Mindset – Understands cultural and regional differences in workforce dynamics.

Tech-Savvy – Comfortable with WFM tools, ACDs, IVR, and automation technologies.

Collaboration & Influence – Works effectively with Operations, Finance, HR, and

Technology teams.

Adaptability – Responds quickly to global changes in demand, disruptions, and service

needs.

Compliance-Oriented – Strong understanding of labour laws and ethical workforce

practices.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!